VALENTINA TAFUR
International Business Administration
Cali,Colombia
Summary
Dynamic and empathetic professional with a proven track record of fostering collaborative environments and achieving exceptional results. With a background characterized by strong leadership, effective communication, and a commitment to individual growth, I excel in cultivating high-performing teams.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Team Manager Customer Experience
Alorica
Santiago De Cali, Colombia
01.2023 - 04.2024
- Delivered regular team meetings for aligned work towards common goals.
- Facilitated meetings to communicate team performance goals and results.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managing resources efficiently to meet established goals and deadlines.
- Evaluating employee performance and providing constructive feedback to aid in their professional development.
- KPIs: attrition, quality, AHT, NPS, attendance, shrinkage, adherence.
Customer Experience Agent
Alorica
Santiago De Cali, Colombia
09.2021 - 12.2022
- Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.
- Provided personalized support to customers, tailoring solutions according to their unique needs and preferences.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Trained new hires on company policies, procedures, and best practices for delivering outstanding customer service.
- Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
Administrative Assistant
Universidad De San Buenaventura Cali
Santiago De Cali, Colombia
01.2021 - 07.2021
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Created and maintained databases to track and record customer data.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
Spanish Teaching As A Foreing Language - Adult And Continuing Education
International House Mexico
Mexico 05.2001 -
International Business Management - International Business Management
Universidad De San Buenaventura Cali
Santiago De Cali, Colombia 05.2001 -
Skills
Administration and Reporting
Performance Coaching
Problem-Solving
Training and Development
Effective Communication
Decision-Making
Business Analysis and Reporting
Team Leadership
Time Management
Teamwork and Collaboration
Teamwork and Collaboration
Timeline
Team Manager Customer Experience
Alorica
01.2023 - 04.2024
Customer Experience Agent
Alorica
09.2021 - 12.2022
Administrative Assistant
Universidad De San Buenaventura Cali
01.2021 - 07.2021
Spanish Teaching As A Foreing Language - Adult And Continuing Education
International House Mexico
05.2001 -
International Business Management - International Business Management
Universidad De San Buenaventura Cali
05.2001 -